Oh I could go on and on :)
Josh Luthman Office: 937-552-2340 Direct: 937-552-2343 1100 Wayne St Suite 1337 Troy, OH 45373 On Mon, Mar 26, 2018 at 11:29 AM, Jeff Broadwick - Lists <[email protected]> wrote: > What about Versailles? > > Jeff Broadwick > CTIconnect > 312-205-2519 <(312)%20205-2519> Office > 574-220-7826 <(574)%20220-7826> Cell > [email protected] > > On Mar 26, 2018, at 10:17 AM, Josh Luthman <[email protected]> > wrote: > > Here in Ohio it's very easy to know you're not from this neck of the woods > (probably western third of the state)... > > It's Russia, not Russia. > It's Piqua, not Piqua. > It's Houston, not Houston. > It's Rio Grande, not Rio Grande. > > > Josh Luthman > Office: 937-552-2340 <(937)%20552-2340> > Direct: 937-552-2343 <(937)%20552-2343> > 1100 Wayne St > <https://maps.google.com/?q=1100+Wayne+St+Suite+1337+Troy,+OH+45373&entry=gmail&source=g> > Suite 1337 > <https://maps.google.com/?q=1100+Wayne+St+Suite+1337+Troy,+OH+45373&entry=gmail&source=g> > Troy, OH 45373 > <https://maps.google.com/?q=1100+Wayne+St+Suite+1337+Troy,+OH+45373&entry=gmail&source=g> > > On Sun, Mar 25, 2018 at 5:33 PM, CBB - Jay Fuller < > [email protected]> wrote: > >> >> I would certainly disagree with that. If someone does not know how to >> pronounce our community names it would 100% tick me off and clue me into >> knowing whomever I'm talking to is not here... >> >> >> ----- Original Message ----- >> *From:* Lewis Bergman <[email protected]> >> *To:* [email protected] >> *Sent:* Sunday, March 25, 2018 5:32 AM >> *Subject:* Re: [AFMUG] Serverplus >> >> I would say that if you want local pronunciations of words you should run >> your open tech support. >> >> I don't think most people care. They are normally happy just to have >> someone speak English that they can understand. Until you get about 8000 >> subs I doubt you can do it anywhere close to the cost that Lane can. >> >> On Tue, Mar 20, 2018, 3:42 PM Josh Reynolds <[email protected]> wrote: >> >>> https://www.youtube.com/watch?v=GyJXDdlD4jQ >>> >>> "IN-DE GO" :) >>> >>> On Thu, Mar 15, 2018 at 7:45 AM, Matt Hoppes < >>> [email protected]> wrote: >>> >>>> It’s In Di Go. Like the color. Not In Dee Go. Like a butchered version >>>> of the six fingered man. >>>> >>>> On Mar 14, 2018, at 04:27, Josh Reynolds <[email protected]> wrote: >>>> >>>> That's how it's pronounced... >>>> >>>> Maybe a regional thing? >>>> >>>> On Mar 11, 2018 2:02 PM, "Matt Hoppes" <mattlists@rivervalleyinternet >>>> .net> wrote: >>>> >>>>> GTC does this too. I don’t know why it’s so hard. >>>>> >>>>> The company I used to work for was “Indigo Wireless”. They always say >>>>> In Dee Go. >>>>> >>>>> On Mar 11, 2018, at 14:50, Sterling Jacobson <[email protected]> >>>>> wrote: >>>>> >>>>> They are working well for us, and I have a horrible generic support >>>>> DT, lol! >>>>> >>>>> >>>>> >>>>> I have had zero complaints from my customers so far this year, so I >>>>> think they are doing well. >>>>> >>>>> >>>>> >>>>> The only feedback I’ve had is customers hear our company name >>>>> pronounced five different ways, even though the DT instructs the proper >>>>> pronunciation. >>>>> >>>>> >>>>> >>>>> But it’s a made-up name so my customer are always confused on >>>>> pronunciation themselves. >>>>> >>>>> >>>>> >>>>> >>>>> >>>>> *From:* Af <[email protected]> *On Behalf Of *[email protected] >>>>> *Sent:* Saturday, March 10, 2018 11:25 AM >>>>> *To:* [email protected] >>>>> *Subject:* Re: [AFMUG] Serverplus >>>>> >>>>> >>>>> >>>>> I would add that Layne’s service is only as good as the decision tree >>>>> that you provide to him. The more detailed DT, the better the service >>>>> will >>>>> be. >>>>> >>>>> >>>>> >>>>> *From:* Layne Sisk >>>>> >>>>> *Sent:* Saturday, March 10, 2018 10:48 AM >>>>> >>>>> *To:* [email protected] >>>>> >>>>> *Subject:* Re: [AFMUG] Serverplus >>>>> >>>>> >>>>> >>>>> I would like to share some solid stats with the group. Please see >>>>> those below. The comment about a decline is hard to address without >>>>> looking at stats. Kind of like the user that calls you and vaguely says >>>>> “My internet seems slow” when you have stats that show they are getting >>>>> more than they are paying for. We have hired a number of new people >>>>> recently because we have grown and have added a new office but as Justin >>>>> said this is a slow time of the year so we also took advantage of this >>>>> time >>>>> to get rid of some of our weaker performers. Here are the company wide >>>>> stats for the past week with some comments about them, I would stack these >>>>> up against any call center in the world. Sorry if I come on strong, but >>>>> as >>>>> you all know this is my baby and I care a lot about it just like you do >>>>> about your networks. I know we are not perfect, out of 6000 calls I am >>>>> sure we made a mistake or two and I am happy to address any individual >>>>> issue directly, but I am pretty proud of what we do. >>>>> >>>>> >>>>> >>>>> >>>>> >>>>> *OFFICE STATS* >>>>> >>>>> >>>>> >>>>> >>>>> >>>>> >>>>> >>>>> >>>>> >>>>> *SP* >>>>> >>>>> *GOAL* >>>>> >>>>> *Comment* >>>>> >>>>> *AVERAGE TALK TIME* >>>>> >>>>> >>>>> >>>>> >>>>> >>>>> >>>>> >>>>> >>>>> >>>>> 0:11:05 >>>>> >>>>> 0:10:00 >>>>> >>>>> Down from over 13 min 2 months ago >>>>> >>>>> * TOTAL TALK TIME VS SCHEDULED* >>>>> >>>>> >>>>> >>>>> >>>>> >>>>> >>>>> >>>>> >>>>> >>>>> 69.94% >>>>> >>>>> 80% >>>>> >>>>> This is agent utilization >>>>> >>>>> *SURVEY SCORE* >>>>> >>>>> >>>>> >>>>> >>>>> >>>>> >>>>> >>>>> >>>>> >>>>> 91.66% >>>>> >>>>> 95% >>>>> >>>>> 91.66% of callers would recommend the service That is a number any >>>>> company would kill for >>>>> >>>>> *SURVEY TAKEN* >>>>> >>>>> >>>>> >>>>> >>>>> >>>>> >>>>> >>>>> >>>>> >>>>> 20.57% >>>>> >>>>> 20% >>>>> >>>>> A full 20% of callers responded to our survey, that number is unheard >>>>> of >>>>> >>>>> *TECH ESCALATION* >>>>> >>>>> >>>>> >>>>> >>>>> >>>>> >>>>> >>>>> >>>>> >>>>> 39.31% >>>>> >>>>> 20% >>>>> >>>>> Higher escalation percentage this week because of the storms and >>>>> significant network outages >>>>> >>>>> *ESCALATION APPROVAL TIME* >>>>> >>>>> >>>>> >>>>> >>>>> >>>>> >>>>> >>>>> >>>>> >>>>> 0:11:47 >>>>> >>>>> 0:10:00 >>>>> >>>>> Down from over 30 min 4 months ago >>>>> >>>>> *QA SCORE* >>>>> >>>>> >>>>> >>>>> >>>>> >>>>> >>>>> >>>>> >>>>> >>>>> 92.05% >>>>> >>>>> 95% >>>>> >>>>> Happy to share our QA form with anyone who would like to see it >>>>> >>>>> >>>>> >>>>> >>>>> >>>>> >>>>> >>>>> >>>>> >>>>> >>>>> >>>>> >>>>> >>>>> >>>>> >>>>> >>>>> >>>>> >>>>> >>>>> >>>>> >>>>> >>>>> >>>>> >>>>> >>>>> >>>>> >>>>> >>>>> >>>>> >>>>> >>>>> >>>>> >>>>> >>>>> >>>>> >>>>> >>>>> >>>>> >>>>> >>>>> >>>>> >>>>> >>>>> *COMPANY STATS* >>>>> >>>>> >>>>> >>>>> >>>>> >>>>> >>>>> >>>>> >>>>> >>>>> *SP* >>>>> >>>>> *GOAL* >>>>> >>>>> >>>>> >>>>> >>>>> >>>>> >>>>> >>>>> >>>>> >>>>> >>>>> >>>>> >>>>> >>>>> >>>>> >>>>> >>>>> >>>>> >>>>> >>>>> *CALL WAIT TIME* >>>>> >>>>> >>>>> >>>>> >>>>> >>>>> >>>>> >>>>> >>>>> >>>>> 0:01:52 >>>>> >>>>> 2:00 >>>>> >>>>> Less than 2 min wait time even though our SLA is less than 3 >>>>> >>>>> *BILLABLE CALLS* >>>>> >>>>> >>>>> >>>>> >>>>> >>>>> >>>>> >>>>> >>>>> >>>>> 6112 >>>>> >>>>> 10,000 >>>>> >>>>> Reflection of the slow season >>>>> >>>>> >>>>> >>>>> >>>>> >>>>> >>>>> >>>>> >>>>> >>>>> >>>>> >>>>> >>>>> >>>>> >>>>> >>>>> >>>>> >>>>> *ABANDONED TIME* >>>>> >>>>> >>>>> >>>>> >>>>> >>>>> >>>>> >>>>> >>>>> >>>>> 0.37 >>>>> >>>>> 2:00 >>>>> >>>>> Outage recordings cause people to hang up once they hear the recording >>>>> >>>>> >>>>> >>>>> >>>>> >>>>> >>>>> >>>>> >>>>> >>>>> >>>>> >>>>> >>>>> >>>>> >>>>> >>>>> >>>>> >>>>> >>>>> >>>>> >>>>> >>>>> >>>>> >>>>> >>>>> >>>>> >>>>> >>>>> >>>>> >>>>> >>>>> >>>>> >>>>> >>>>> *CALLS TAKEN PER HOUR* >>>>> >>>>> >>>>> >>>>> >>>>> >>>>> >>>>> >>>>> >>>>> >>>>> 4.10 >>>>> >>>>> 5.45 >>>>> >>>>> This is calls answered per worked hour >>>>> >>>>> >>>>> >>>>> >>>>> >>>>> >>>>> >>>>> >>>>> >>>>> >>>>> >>>>> >>>>> >>>>> >>>>> >>>>> >>>>> >>>>> >>>>> >>>>> >>>>> >>>>> Layne Sisk >>>>> >>>>> ServerPlus >>>>> >>>>> 801.426.8283, ext 102 >>>>> >>>>> <image001.png> <http://www.serverplus.com/> >>>>> >>>>> [image: http://i.imgur.com/VOz763A.png] >>>>> >>>>> [image: http://i.imgur.com/xvQYYWa.png] >>>>> <https://www.facebook.com/ServerPlus365/> >>>>> >>>>> [image: http://i.imgur.com/ELG0AB1.png] >>>>> <https://twitter.com/RealServerPlus> >>>>> >>>>> <image002.jpg> <image003.png><image004.jpg> >>>>> >>>>> >>>>> >>>>> *From:* Af [mailto:[email protected] <[email protected]>] *On >>>>> Behalf Of *Steve Jones >>>>> *Sent:* Friday, March 09, 2018 10:30 PM >>>>> *To:* [email protected] >>>>> *Subject:* [AFMUG] Serverplus >>>>> >>>>> >>>>> >>>>> Has anyone noted a consistent decline in quality with these guys, and >>>>> a large number of different tech names in their tickets? >>>>> >>>>> Its almost looking like they outsourced their outsourcing. >>>>> >>>>> >>> >
